Complaints

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• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a room at this hotel from ************** on 5/26, at Midnight, my friend and I were jolted awake by another guest kicking our door in. The door was broken and had the Safety lock not been on, it would have flown open. I called the front desk, and they spoke to the young men responsible, but when the manager was contacted via phone, no further action was taken. My friend spoke to the manager for 30 min and FINALLY he told the front desk agent to call the police and have them removed. The manager had absolutely no concern for us or his employee and had no sense of urgency in handling the situation. We had to sleep in a room with a broken door, and when checking out we were told we wouldn't be compensated for the incident because we were only disturbed for 30 min

  Customer Answer

  Date: 05/30/2025

  The hotel manager allowed the front desk to apply a $100 discount to my stay; however, this was for show. In actuality, the hotel had already charged my card for the full amount on the night I checked in. There was no credit applied to my card and the previous transaction wasn't voided so the second, correct amount could be charged. 

  The hotel manager also called me and emailed me twice to argue about the complaint that has been filed. 

  Business Response

  Date: 06/24/2025

  Upon receipt of the guest complaint regarding the disturbance outside the Ms. ******** guest room. The front desk agent visited guests in question. The front desk agent called the general manager for further guidance. The general manager asked questions to ascertain the situation. Upon listening to both guests, the front desk agent was instructed to call the police. The guests who caused the disturbance were evicted. The door was reviewed at the time of the initial report by the front desk agent. It was able to be locked such that no one could enter from the outside if the door is locked

  The morning of check out a discount of $109 was issued for the overnight disturbance. Subsequently, the guest contacted Choice Hotels and misspoke about not being issued a discount and requested a further discount. The report is attached for review. The Choice Hotels support team offered an additional ****** Choice Privileges points. So in total her compensation for the disturbance was $109 + ****** points. Upon calling the guest to confirm that we did in fact issue a discount and since it was a Sunday it may take a few business days to reflect on her account. The guest became hostile over the telephone. Thereafter, she stated she would be filing a complaint.

  Customer Answer

  Date: 06/25/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23379001
  
  I am rejecting this response because:
  

  Almost everything the business stated in their response is incorrect: The manager did not speak to me on the night in question, he did not inform me the credit would take a few days to appear, and I was not compensated ****** points from Choice Hotels. Furthermore, the door to our room was broken. Whether or not it COULD be locked was not in question. It was locked when the guest kicked the door in. Our safety was not a concern for this manager and openly stated this was not his problem and he would not be compensating me for someone else's problem. He was also the hostile one on the phone, accusing me of lying to Choice Hotels. I did not receive credit from the hotel until June 3rd-over a week after check-out-and subsequent to filing my complaints.
  
  Regards,
  
  ***** ******